Service Scope – What’s Covered

1. Technical Advice & Best Practice

We don’t just fix problems — we help prevent them. Our role is to give you clear, practical advice that fits your environment. Examples include:

• Wi-Fi optimisation: Designing coverage for homes, offices, and multi-site setups (including UniFi, guest networks, and parental/staff filtering).
• Cloud backup & disaster recovery: Recommending GDPR-compliant solutions such as MSP360 + Wasabi, Microsoft 365 backup, and local redundancy.
• Device & account security: Password management, multi-factor authentication (MFA), endpoint protection (e.g. Bitdefender), and ransomware resilience.
• Software lifecycle planning: Keeping operating systems, business apps, and licensing current to avoid downtime and compliance risks.
• Tailored industry advice: Best practice varies:
  • A retail shop may focus on secure POS systems, reliable Wi-Fi, and CCTV.
  • A financial office may require stricter policies, advanced backups, and access control.

2. Incident Management

When issues happen, we act quickly to restore service. Covered incidents include:

• Internet dropouts, router issues, or poor Wi-Fi coverage.
• Login problems, email errors, or printer faults.
• Software crashes, failed updates, or configuration errors.
• Security alerts requiring urgent investigation (e.g. malware).

Support is provided remotely where possible. If on-site work is required, attendance will be arranged in line with your selected plan and billed at the published Support Plans & Pricing (including any applicable mileage outside the Telford area).

3. Proactive Monitoring & Maintenance

We aim to stop problems before they start. Our monitoring tools check supported systems and devices for early warning signs. Routine tasks include:

• Regular device health checks and patch management.
• Endpoint protection (antivirus, firewall, BitLocker checks).
• Automated alerts for unusual activity or failures.
• Firmware upgrades for supported network hardware (e.g. UniFi APs, routers, switches).
• Scheduled clean-ups (removing temp files, optimising performance).

This proactive approach minimises disruption and keeps your IT running smoothly.

4. Relationship-Focused Service

Our support goes beyond fixing issues — we aim to build a trusted, long-term relationship. We take time to understand your business goals and challenges, ensuring IT support is aligned with your needs, budget, and growth plans. Regular reviews are included in higher-tier plans.

5. What’s Included

Each plan provides core IT support to keep your systems secure, up to date, and running smoothly. Examples include:

• Remote troubleshooting of supported devices (PCs, laptops, printers, Wi-Fi, email, software).
• Operating system and application updates within normal use.
• Basic security checks (antivirus, firewall, backup monitoring).
• Advice and best practice tailored to your environment.

6. What’s Not Included

The following are outside the scope of standard support plans and will always be quoted separately if required:

• New device supply, setup, and deployment (e.g. PCs, laptops, printers).
• Cloud migrations (e.g. moving email or files to Microsoft 365).
• Larger projects (office moves, CCTV/alarm installs, server upgrades).
• Penetration testing or advanced security audits.
• Third-party licensing or subscriptions not managed by TTS.
• On-site work beyond your plan allowance (billed at published rates + mileage outside Telford).

7. Cost Transparency

Your monthly plan covers everyday IT support. Any additional work outside scope will always be scoped and quoted separately in advance, so there are no hidden surprises.

8. Optional Add-On Services

In addition to core support, we offer managed services to simplify your IT:

• Managed Wi-Fi: Installation and remote management of UniFi or equivalent hardware, including guest/staff networks and parental/staff filtering.
• Website hosting: Secure hosting with SSL certificates, automated backups, and CMS/plugin updates.
• Domain & email management: Registration, DNS setup, Microsoft 365 integration, and renewal management.
• Parental Control Software: Filtering and management tools to help control online access for children and staff where required.

9. Backup Retention

Where managed backup services are provided, the following retention policy applies:

• File backups: Retained for 30 days.
• Image/system state backups: Retained for 14 days, ensuring at least two recovery points are available.

Backups are maintained using third-party solutions on a best-effort basis. Total Tech Support cannot guarantee recovery in the event of corruption or third-party outages, but will take all reasonable steps to assist within the retention period.

10. Parental Control Disclaimer

Where parental control or content-filtering software is provided or managed by Total Tech Support, this is supplied on a best-effort basis using third-party solutions. Total Tech Support does not guarantee that all content will be filtered or blocked, and accepts no liability for any failure of the software, outages, or inappropriate content accessed. The Client is responsible for maintaining suitable usage policies with staff or household members. Licensing for such software remains under Total Tech Support’s management unless otherwise agreed, and access may be withdrawn if the support agreement is terminated.

11. Updates to This Scope

This Service Scope is a living document. Total Tech Support may update it to reflect changes in technology, services, or pricing. Clients will be notified of significant updates. The live version on our website always takes precedence over any printed or previously supplied copy.

12. Last Updated

This page was last reviewed and updated on: 01 April 2025